Customer Training Specialist- iHotelier
San Jose
hace 22 horas

Job Title

Customer Training Specialist- iHotelier

The Customer Support Product SME functions as a "Principal trainer" with global responsibility and will provide training, mentoring, coaching and functional / technical guidance to the Customer Support Teams on specific product(s).

The Customer Support Product SME will own the Training and Knowledge Base from a content standpoint and will be responsible for product training strategy for the support organization.

Product Expertise

  • Maintain / continously expand expert level functional knowledge of Amadeus Hospitality product(s) supported in the domain as a Subject Matter Expert for the product(s)
  • Has working experience and advanced and specialized technical / functional knowledge in own discipline. Understands how the product contributes to the business
  • Proficient in technical knowledge to ensure team performs at a high level
  • Acts as a global reference and a "go to" person within the department for the assigned product(s)
  • Partner with Product / Engineering / Customer Success / Implementation / Techincal Support / Education & Training / P&C to identify and tap into knowledge and expertise
  • Knowledge Champion

  • Provide training, mentoring, coaching and functional / technical guidance to team members as a "Principal trainer" with global responsibility
  • Act as a source of expertise, providing guidance on troubleshooting techniques and tools for customer support teams
  • Own the knowledgebase from a content point of view and responsible for Knowledge Article development strategy and execution
  • Responsible for product training strategy for support and own the training from a content point of view
  • Coordinate product training curriculum for new hires and have that integrated into the onboarding plan
  • Facilitate upskilling / refresher training for existing staff across the department
  • Enable the support team members to resolve cases at the first contact
  • Assist in identifying technical needs / training needs
  • Leadership

  • Accountable for product knowledge globally within the department
  • Strong written and verbal communication skills
  • An adept in fostering collaboration
  • Excellent soft skills to be an effective trainer (communication, engagement), leveraging on creativity and technology
  • Exceptional listening skills and problem solving ability
  • Excellent time management skills and keen attention to detail
  • Ability to manage and prioritize tasks
  • Possess high level of confidence, desire to succeed, and assertiveness
  • Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans
  • Able to communicate complex information
  • Works with a high level of autonomy, based on management directions
  • Operational Efficiency

  • Reinforce proper case management procedures are followed
  • Escalate unresolved issues to the next level Escalation Team in accordance with support escalation procedures.
  • Assist in identifying process and procedure improvements and general areas needing improvement within the department
  • Conduct periodic and regular audits of customer cases and processes
  • Customer Service Excellence

  • Keep team members, management, clients and Amadeus personnel informed of key or wide spread client issues as necessary
  • Communicate and document known resolutions to problems or issues
  • Maintain the highest level of client satisfaction
  • Diversity & Inclusion

    We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

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